Manager, Customer Experience Resume Samples

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A Hartmann

Annabell

Hartmann

7490 Schamberger Ridge

Boston

+1 (555) 359 1099

7490 Schamberger Ridge

Boston

Phone

p +1 (555) 359 1099

Experience Experience

Philadelphia, PA

Manager Customer Experience

Philadelphia, PA

McGlynn-Block

Philadelphia, PA

Manager Customer Experience

Provide focus and drive consistency in the execution of all World Class Service, survey management, QA and other customer related data touchpoints. Identify, facilitate and ensure effective and timely communication of customer data throughout the Contact Centers
Leverage the support of Contact Center leaders and corporate resources in managing and attaining high levels of customer satisfaction
Conduct and lead WCS meetings that review survey results to analyze and identify trends in customer feedback and other touch points. Draw conclusions and provide recommendations
May also be requested to function as a Project Manager rolling out initiatives to ensure customer expectations are met and/or exceeded by documenting and managing action items, assigns owners, and timeline
Participate in Root Cause Analysis including incident and problem management activities. Assume leadership role in providing updates to CC management
Research, compare and continually present management with the current competitive position within the market place
Other duties as assigned or requested

Los Angeles, CA

Manager, Customer Experience

Los Angeles, CA

Kling and Sons

Los Angeles, CA

Manager, Customer Experience

Organized - Possessing the trait of being organized or following a systematic method of performing a task
Key responsibility will be acting as business partner to marketing and others team members, driving Digital/CRM excellence and thought-leadership consistently
Lead a team of customer solutions representatives, providing coaching and guidance to ensure the team stays engaged and achieves performance objectives
Implements deployment readiness program for regional rollouts, including communications, UAT, and training support for call centers
Assist customers with questions regarding invoices, deliveries, pricing, etc
Provide thoughtful analysis and marketing insights across online and offline marketing initiatives to optimize customer acquisition, retention and reactivation
Operate autonomously; drive programs end to end including business goals, technical solution, legal, and all customer and seller-facing aspects

present

Chicago, IL

Manager Customer Experience Process Improvement

Chicago, IL

Smitham, Hilll and Treutel

present

Chicago, IL

Manager Customer Experience Process Improvement

present

Supports UAT readiness through the management of the market Readiness checklist. Creates UAT test plan, test cases, and scripts
Prepares and communicates daily testing status and defect reports. Manages daily testing status and defect tracking
Provides user feedback to tool owners and helps influence future systems enhancements
Primary responsibility for ensuring the smooth operation of the end-to-end elevations business process including oversight of disposition, assignment, reporting/analytics, root cause assessment and employee communications
Develops and defines methods and procedures for end user to address deploying technology and operational process changes
Leverages knowledge of issues, stakeholders, and in-process initiatives to effectively manage triaging process
Creates reporting schedule and builds dashboard to effectively report out on key aspects of process

Education Education

Bachelor’s Degree in Business

The University of Texas at Austin

Bachelor’s Degree in Business

Skills Skills

Strong business knowledge; ability to set clear expectations for vendor and staff; manage through metrics and SLAs
Vendor management, Ability to delegate responsibility to partners, provide work direction and ensure quality standards
Demonstrated ability to be hands-on, get into the details to drive issues to resolution
Excellent leadership and organizational skills; attention to detail; willingness to work in a fast paced environment and effectively meet aggressive timelines
Ability to work effectively with cross-functional teams and influence to ensure deliverables meet deadlines
Highly flexible and adaptable to change
Excellent verbal and written communication skills. Attention to detail and follow-through on execution
Strong leadership, communication, and analytical skills with the ability to balance competing priorities in a very dynamic/fast paced environment
Inquisitive with strong analytical skills, including the ability to infer and apply learnings
Strong partnership mindset

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Manager, Customer Experience Insights Resume Examples & Samples

Act as a consultant to internal clients to understand and define research objectives
Inform decision-making around key business initiatives with fact-based customer insights
2) Analytical Insight of Research Results
Provide implications of research insights through synthesis and integration with other business and market research data
3) Synthesis of Research Data and Text Analytics into Strategic and Tactical Business Implications
Utilize analytical and communication expertise to provide business relevant research insights
Integrate information from a broad range of sources including in-depth industry knowledge and text analytics
4) Project Leadership and Management of Research Studies
Design and implement all market research for clients to address identified knowledge gaps
Ensure that commissioned projects are completed on-time on-budget and according to specifications
Negotiate best terms that meet the research design requirements
Resolve any operational, administrative or relationship issues associated with supplier engagement
Advanced knowledge of analytical techniques and experience doing complex studies like segmentation
Excellent communication (verbal and written), presentation and interpersonal
Excellent time and project management skills
Strong relationship building and influencing skills
Demonstrated ability to work effectively with cross-functional teams across the enterprise

Manager Customer Experience Resume Examples & Samples

Provide focus and drive consistency in the execution of all World Class Service, survey management, QA and other customer related data touchpoints. Identify, facilitate and ensure effective and timely communication of customer data throughout the Contact Centers
Leverage the support of Contact Center leaders and corporate resources in managing and attaining high levels of customer satisfaction
Conduct and lead WCS meetings that review survey results to analyze and identify trends in customer feedback and other touch points. Draw conclusions and provide recommendations
May also be requested to function as a Project Manager rolling out initiatives to ensure customer expectations are met and/or exceeded by documenting and managing action items, assigns owners, and timeline
Participate in Root Cause Analysis including incident and problem management activities. Assume leadership role in providing updates to CC management
Research, compare and continually present management with the current competitive position within the market place
Monthly reporting: 1) CSAT Report - Export 2 to 3 sets of survey data from GCCR (depending on time of month); adjust columns and paste into report for upload to All Access. 2) Month-end Reports - Review all data for errors, export fresh data sets and paste into template. Check for exceptions, duplicates, errors. Run macros. Update agent list. Save & finalize modified copies for each sub-type (8). Run macros on each. Update Global Trend Report template
Survey Campaign List prep - Collect survey files from each country, insert into templates, add necessary values and compile into two lists and send to marketing
Research – Searching order numbers in Service Pro; searching Impact 360 for contact matches to ensure survey records are appropriately updated
Coordinate needs of web survey updates including bringing on new countries
Liaison with Live Nation Survey and Research team
Strong analytical skill and attention to detail; thorough approach to documentation
Demonstrated ability to work in a team environment, handle multiple tasks and concurrent projects simultaneously, adapt quickly to changes and the discipline to complete last minute requests as needed
Demonstrated ability to adapt to a wide range of priorities, takes ownership, and follows them to completion
Strong understanding of customer experience is helpful in analyzing and identifying trends in customer feedback
Ability to interact comfortably with employees at various levels of the organization
Advanced knowledge of MS Office, including Access, Excel, PowerPoint, Word and Outlook. Proficient in Excel and the ability to create macros and use advanced features for reporting

Assistant Manager Customer Experience Resume Examples & Samples

Inspire team to provide the highest level of service to the customer by monitoring customer flow, provide associate training, coaching and counseling in customer service and overseeing the cash register
Provide POS training and services as central resource for POS troubleshooting. Report non-POS coupon activity as needed. Report non-tax sales monthly
Oversee customer service desk and related activities
Responsible for all PA announcements
Provide floor leadership during hours of operation as well as opening and closing the store on assigned days. Will be responsible for specific area of the store, either men’s, misses, or intimates/youth, including visual presentation. Execute best practices
Responsible for conducting safety meetings and acts as a liaison for loss prevention
Oversee maintenance function and ensure cleanliness of store and warehouse areas
Oversee key customer count on a daily basis
Coordinates mail deliver for store tenants (where applicable)
Prepare staffing schedule, posting Friday for the second week out
Perform other duties as directed by supervisor
Years of Related Professional Experience: 2-5
4-year college degree preferred. Equivalent experience will be considered
Customer and/or retail merchandising experience preferred
Experience with apparel preferred
Solid technical experience with ability to operate store computer and systems
Ability to communicate clearly and effectively with strong interpersonal skills
Strong merchandising skills
Deliver exceptional customer service
Strong leadership ability
While performing this job, the employee is regularly required to walk, stand, use hands and fingers to handle and feel objects, tools, or controls, stoop, kneel, or crouch. The employee is occasionally required to climb and balance
Frequently lift and/or move up to 25lbs., occasionally lift and/or move up to 50 lbs

Manager, Customer Experience Resume Examples & Samples

Manages a business intelligence function for a product or administrative unit that focused on analysis of data to define business issues and/or provide competitive intelligence
Oversees the collection and interpretation of data, production of recommendations for improvement and dissemination of advice to business users
Maybe responsible for assessing best practices in a given area, and supporting process improvement efforts; may have accountability for customer loyalty programs
Requires a bachelor's degree in Finance or MIS discipline, in a relevant field plus 7 years of related experience and management of typically two or more regular full-time employees (one of whom must be exempt)
The disciplines we are seeking include quantitative analysis, marketing, marketing research, and business management (we will consider finance, accounting, mathematics, economics, and computer science with the right experience). Experience in voice of customer/customer loyalty necessary. Experience with social media is a plus
Along with strong analytical, and communication skills, and thorough knowledge of MS Office; functional knowledge of other analytical tools and report creation tools preferred
The position requires some overnight travel which is less than 25%

Regional Manager Customer Experience Resume Examples & Samples

New Branch Development
Customer Experience Analysis & Strategies
Customer Problem Resolution
Community Relations
Regional R&R and Events

Manager, Customer Experience Solutions Resume Examples & Samples

LEI
Speed of resolution for customer complaints
Design, pilot and implement processes and standards to orchestrate the customer experience within branches in order to further differentiate TD from other banks and drive additional business
Develop and implement solutions and projects to support the consistent execution and the continuous improvement of the Customer Experience processes and standards. Projects vary in scope, size and complexity

Manager, Customer Experience Resume Examples & Samples

Develop and drive key initiatives in support of a world-class customer experience for digital customer support
Partner with leadership from various MHE teams to develop project plans
Applications and Technology
Investigate opportunities to enhance features in technology and customer support websites
Participate in user acceptance testing of feature enhancements
Implement improvements which may include website code changes (i.e. PHP, javascript)
Maintain documentation for contact ticketing system and become a knowledge resource for improvements
Manage customer improvements for customer-facing websites
Manage internal support page (i.e. SPARK)
Develop and mentor talent
Participate in corporate, company, and/or other department projects
Foster cross functional collaboration between contact center and other group MHE departments to ensure digital customers receive a positive and proactive experience when contacting McGraw Hill Education and MHE contact centers
Assist with call center process improvement
Actively participate in various councils within the organization
Partner with various teams to identify opportunities to enhance the customer experience
Manage tactical execution of implementation project plans and hold MHE and vendor teams accountable for execution of project plans
Mitigate Risks: Ensure risk and issue process is executed to achieve project success. Reviews project risks and action plans, and escalates to appropriate level of management
Develop and execute communication plans to ensure all parties are kept up to date on project status, risks, issues and mitigation plans
Present to Executive team regularly on project status
Responsible for managing multiple projects within the Customer Experience Group as well as cross-functional projects
Seven plus years of relevant business experience (business development, digital customer management or CRM ideal)
Ability to analyze existing customer facing processes and redesign into customer experience enhancing processes
Strong project management experience including successful track record of leading large complex projects
Strong business acumen, sound business judgment and decisiveness required to manage conflicting priorities and tradeoffs
Excellent communication skills both written and verbal and ability to articulate a clear vision and represent it convincingly
Exceptional analytical, quantitative, problem-solving and negotiation skills
Demonstrated ability to exercise strong leadership through influencing in a complex matrix
Excellent interpersonal, communication, and organizational skills
Six Sigma/Agile, PMI certification
Knowledge of ticketing system such as Salesforce.com

Manager, Customer Experience Resume Examples & Samples

Work in collaboration with business unit & enterprise leadership to design and implement CX strategy, conduct research, explore use cases and establish CEM programming including the Voice of the Customer and Partner program
Oversee consistent implementation of CEM research and programming framework, effectively driving CEM research and programming across the enterprise, including programming deliverables, aggregated insights and executive reporting for enterprise program
Drive focus, prioritization, action and accountability for addressing the organization’s most impactful client and partner experience opportunities
Strategic thinker with a proven track record in implementing an enterprise CX framework leveraging CEM tools and processes, in context
Ability to effectively manage and influence stakeholders across the firm to accomplish long and short term goals
Strength in working with cross-functional teams including executive management, marketing, operations, et al
Self-directed, organized and disciplined team player who is capable of hands-on execution and long term business planning
Strong analytical & research skills, ability to think strategically and influence business decisions and change using appropriate fact-based information & VoC/VoP insights
Excellent oral communication, written communication, presentation and facilitation skills are required
In-depth functional / industry knowledge is required
Highly flexible and adaptable to change
10 years of experience in customer experience, insights, experience research, market research or a related practice preferred

Manager, Customer Experience Resume Examples & Samples

Provides CX leadership with regard to all facets of operations analysis, performance management, and time entry
Prepares, analyzes, and manages operation through statistical analysis of activity
Plans, develops, and administers solutions with the objective to achieve the company’s CX and NPS goals
Drives out defects and ensures processes are in place to positively impact customer experience
Identifies possible conflicts with the strategy and recommends cost effective alternatives
Implements company policy, procedures, standards, and goals
Conducts regular meetings with CX Division and Journey Leads to maintain two-way communication and achievement of CX objectives
Acts as a Customer Experience Advocate
Strong leadership, communication, and analytical skills with the ability to balance competing priorities in a very dynamic/fast paced environment
Ability to create and deliver executive-level messaging
Ability to present findings and recommendations to a broad audience
Advanced knowledge of Excel and PowerPoint
Generally requires 6-9 years related experience

Manager Customer Experience DCP Resume Examples & Samples

Ensure Absa Digital Channels are at the forefront within Absa when resolving incidents and complaints of customers on the functionality of the Digital product set
Take ownership of customer experience across the breadth of Absa digital channels including Internet, WAP, WIG, USSD, App, ATM’s and all other digital channels measured on complaints and incidents
Collaborate with business stakeholders, product managers and business analysts to brainstorm ideas, develop concepts to mitigate trends and problems being experienced by customers and to improve service
Take ownership of complaints received from internal BU’s. Manage the expectations. Ensure regular communication on status until resolution
Identify key performance indicators to aid in the definition of a usability approach which supports user experience, requirements, trends
Communicate required business actions and interventions to the appropriate audience via circulars and bulletins
Negotiate & set agreed complaint handling targets with Business Unit's (BU's) on FPOC - First Point of Contact etc. accommodating BU's with special requirements
Add Input to service level agreements (SLA's), escalation paths with BU's
Analyse Digital Product Problem/Incident trends and provide recommendations
Ensure the effective and optimum working of a world class complaint management and root cause analysis process. By liaising with Group Customer Care (GCC)
Achievement of Customer Targets as negotiated with GCC
Analysis of complaints and presentation of trends, and the reporting of these findings
Agree targets and take accountability for the overall achievement of performance objectives in the business area in terms of customer satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements
To optimise the Availability of ATMs and Digital Systems
To manage and maintain Channel run environment
Oversee the activities of the problem management team to ensure effective delivery of problem resolutions
Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
Establish and maintain a succession plan for the team
Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources
Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year
Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member
Motivate to and obtain approval from the Business Manager: DCP for any additional headcount for the team
Approve leave requests for team members and create leave plans to ensure adequate coverage
When required, initiate disciplinary processes for team members calling on support from Human Resources when required
Resolve grievances raised by team members and escalate only if required
Address poor performance of any team member through the formal Performance Accelerator programme and ensure that continued poor performance is appropriately dealt with
Motivate team members and ensure that their efforts are recognised
Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the problem management team
Provide clear direction to team members on the strategic plan and key focus areas and ensure their understanding and buy-in
Develop and maintain effective relationships with key internal partners i.e. GIT, BU
Develop and maintain relationships with key external business partners/Vendors to allow for ease of communication and interaction
Articulate the desired metrics to derive and measure customer experience
Draft various reports for Digital EXCO upon request regarding trends in service performance
Overseeing the Monitoring and reviewing of call quality and complaint handling of the BSSA
To enhance the customer experience by ensuring Management Oversight,
Reporting Queries and Complaints, QoS and the customer at all time
Monitoring of complaints sent via CCP
Distribution and discussion with stakeholders of these trends and accompanying research and evaluation of the way forward. Keeping the team up to date with relevant information/insights that they can use in order to enhance their products
Perform all other duties as reasonably assigned

Manager Customer Experience Transformation Resume Examples & Samples

Provide thought leadership and strategic advice to stakeholders within the business, champion the voice of the customer and act as a trusted advisor to enterprise stakeholders on customer experience
Analyze customer experience performance across all channels / business on an ongoing basis to identify opportunities to optimize customer experiences and improve performance
Develop compelling presentations outlining insights and recommendations for improving customer experiences
Lead a cross-business, cross channel program to identify, prioritize and drive solutioning for critical customer experiences and pain points. Influence cross-company agreement on how to deliver greatest value to customers
Serve as the voice of the customer and act as a Customer Experience advocate in considering decisions that will impact the customer
Build and maintain close working relationships with key business and channel partners to understand priorities and challenges, ensuring that business and channel objectives can be addressed through effective customer experience
Identify gaps, key issues and opportunities to improve customer experience across channels
Develop and deliver a customer experience performance scorecard and maintain an in-depth understanding of the impact of customer experience initiatives on key metrics/measures
Define customer experience standards and identify best practice (benchmarking against FI and non-FI leading practices) customer experience ideas, systems and processes
Post-secondary education in Business or Marketing , MBA would be an asset
5-7 years of Marketing or Strategy experience, with knowledge of customer-centric marketing and/or Customer Experience Transformation background, with deep knowledge of customer analytics, marketing and brand strategies and a demonstrated ability to apply them
Exceptional communicator and presenter (oral and written) with ability to mobilize, inspire, and influence at all levels of the organization – a change agent
Unwavering dedication to the development and success of customer experience
A collaborator who can work cross-functionally to get things done; can build a common purpose
Strong business acumen, ability to balance customer experience expectations with business needs
Experience in analyzing research and analytics and drawing out customer insights
Ability to deliver concise and well-articulated strategic plans both internally and externally (with strong presentation and technical deck development skills) – requires strong verbal, written, visual/presentation, and interpersonal communication skills, specifically public speaking
Comfortable with working in “White Space” and pursuing curiosity to continually drive projects forward with a solution-oriented approach
Self-starter capable of working independently

Manager Customer Experience Insights Resume Examples & Samples

1) Strategic Research Consulting
2) Analytical Insight of Research Results, Including Linkages to Other Sources of Customer Commentary
5) Supplier Management
1) Strategic Research Consultancy
Provide optimal and alternative market research solutions to achieve research objectives
Build and sustain an influencer role with key user groups by effectively becoming a member of their strategic teams
Provide actionable research findings from a thorough analysis of the research data
Couple data findings with industry knowledge and text analytics findings to provide meaningful and relevant research insights
Provide domain expertise in the area of market research design, data collection and analysis
Lead or participate on large ongoing customer tracking programs where applicable
Help drive performance improvement through measurement, interpretation of results and communication
Ensure that research is conducted according to industry best practices and conforms with all Bank policies
Continually monitor the external market for appropriate methodologies, approaches and suppliers to ensure BMO benefits from best practices
This job requires strong lines of communication, interaction and collaboration with INTERNAL business partners
This job also requires alignment to Marketing & Strategy’s mandate to ensure that value is created for the Enterprise’s CE vision
Regular interface with staff from other organizational departments which provide support or inputs to the research process
Undergraduate university degree, preferably in business or social sciences
Minimum of five years marketing research experience (buyer and/or supplier side)
Some experience in financial services
Thorough knowledge and experience of the marketing research process
Advanced computer literacy in spreadsheets, word-processing and presentation software
Strong consulting skills, including the ability to understand both attitudinal and behavioral data
Strong negotiation and supplier management
Well-developed strategic decision-making with a full view of research and business implications
Self-starter disposition and ability to work with minimal supervision

District Manager, Customer Experience Resume Examples & Samples

60% - Lead a team in this multi-unit role that will result in achieving aggressive sales targets, while creating a work climate that will enable each team member to achieve their fullest professional potential. Execute effective retail sales floor leadership by observing sales behaviors and working inside of Bose Showrooms and on the sales floor. Side-by-side selling of Bose products inside of assigned Showrooms. Implement and maintain sales competitions that foster and support Bose sell through at retail. Ensure that the performance of all Showroom Experience Representatives and the experience provided in the Customer Experience Program Showrooms are to Bose standard through the use of Bose provided performance coaching tools
20% - Manage work schedule for team members in assigned district. Financially responsible for managing personal travel plans and schedule required by the role to include weekends, and important holidays. The planning of side-by-side selling, leading by example, observing, coaching, delivering additional sell through results on days worked with team members is required. Actively participate in meetings, conference calls/individual calls, and training & development programs that support achieving sell through targets. Partner with program leadership towards implementing processes, policies, strategies, and direction
20% - Analyze prior year sell through results for the district, analyze current year sell through targets for the district, build district business plans, and provide weekly updates to the business leadership on district financial results, progress, developments, and challenges to attain sales targets. Facilitate Showroom Experience Representatives training and development sessions

Manager, Customer Experience & Insights Resume Examples & Samples

Understand and support the Bank’s Customer Service Strategy
Consider the impact of advice and decisions on the well-being of the Bank, as well as its customers, its employees and stakeholders
Provide the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
Lead, coach and model quality service delivery at every interaction
Support the ongoing improvement of the partner/Customer experience

Business Unit Manager Customer Experience & Collaboration Resume Examples & Samples

Set direction and create the Business Plan incorporating the strategic and operating plan as well as medium / long term resource plans
Obtain buy-in and work with Sales and Services Managers to ensure the execution the plan. Liaise with the regional and global business team to ensure execution of the group operational plans
Understand solutions and differentiators, and be able to articulate the go to market strategy to create market demand and opportunities by identifying the most suitable target markets, preferred partner configurations, cost structures and revenue models
Drive the hunting and creation of opportunities, contributing to the presales process by working with internal stakeholders to craft the best strategy for the client
Create and drive strategic marketing activities (marketing material, lead generation, brand awareness). Partner with members of the marketing team to inform the design of go-to-market campaigns that will be used to target the potential markets and clients
Assists with the up skilling of the sales organization on the solution value propositions and to the evolution of the service product lifecycle
Work with Sales in a number of key accounts to help shape their strategy and ensure that they understand Dimension Data broad value proposition
Identify strategic partnerships and our partner engagement model
Cooperate with other Business Units and ensure alignment
Good knowledge of Communications, Collaboration and Contact Center Solutions, with a Managed Services experience (Cloud based and consumption based services)
Understand how IT transformation can bring value to the business: Customer experience, User Adoption, The workplace of the future.
Master degree with minimum of 5 years experience in ICT support and 2 years successful experience in Collaboration or Contact Center business development
Trilingual (Dutch / French / English) with a very good level of written English

Business Unit Manager Customer Experience & Collaboration Resume Examples & Samples

Ensure the development of territory business unit strategic and tactical plans that align to overall strategic goals and ensure the implementation thereof
Provide governance and oversight to ensure client and financial goals
Drive business development working closely with Sales and Marketing
Ensure that the Sales and Services teams are equipped to achieve business unit goals
Provide advice on demand generation activities that align to market requirements and business needs
Manage the partnership and alliance strategy with main partners for the product portfolio
Take responsibility for the operational efficiency and financial management and performance of the business unit
Degree in Information Technology, Computer Science or related
At least 7 years’ work experience in Customer Experience & Collaboration environment and solutions
Demonstrated experience in managing partners
Proved experience in driving services in the customer experience & collaboration environment
Demonstrated success in business development, pipeline management and success in leading others in matrix organizations
Deep knowledge in the key Customer experience & collaboration solution trends
Market orientation to create client oriented solutions and services
Ability to successfully negotiate
Ability to learn new skills and work in variable environment

Manager, Customer Experience & Operations Resume Examples & Samples

Call Center
10+ years of experience in technical support and operations roles
5 years of experience in managing customer facing technical support

Manager, Customer Experience Resume Examples & Samples

Key responsibility will be acting as business partner to marketing and others team members, driving Digital/CRM excellence and thought-leadership consistently
Lead CRM/Digital expertise on an Brand team collaborating very closely with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, IT, Sales Ops, Medical/Regulatory/Legal
Maintain a deep understanding of Brand Customer Insights and journey, and segmentation strategies and apply them to CRM/Digital campaigns & programs
Integrate Customer Experience target strategies, tactics, and capabilities across different DTC or B2B targets such as Physicians, Sales Rep, and Managed Care
Provide input for the annual brand planning & strategy process
Work closely with Brand teams, agencies, marketing database/Digital partners, and internal/external cross-functional teams, to effectively develop and manage project timelines
Provide CRM/Digital execution and response channel/tactic expertise across all channels (e.g. Email, Web, Apps, Social/Mobile, Customer contact centers)
Provide support for CRM/Digital “on the edge” pilots and tests for new and emerging approaches in the Digital space
Develop detailed Digital/campaign business requirements for lead generation, acquisition, and retention programs across all CRM/Digital channels
Act as business owner for websites requirements including functional requirements, tagging implementation and platform architecture
Drive business requirements for internal standards related to platforms and software for digital/social analytics and web/mobile/social development/management
Collaborate with Brand and Analytics team to recommend and build feasible campaign test & learn plans to monitor performance at both tactical level and overall customer experience level
Develop and manage tactic test plans/QC before, during and after campaign launch
Identify new or unique Brand CRM/Digital data requirements needed for program
Execution and work with Channel Excellence team to implement within CRM/Digital enterprise operations / database constructs
Guide brand teams in the context of customer journey work to ensure the development of relevant, 1:1 creative and messaging, ensuring the inclusion of CRM/Digital marketing best practices in all Brand activities

Manager, Customer Experience Resume Examples & Samples

Understand multiple complex processes and systems in order to determine best method of communicating said processes to Sales, Service Delivery and Service Assurance teams
Lead in the creation of job aids/ reference documents/ Methods & procedures using Microsoft Word and Microsoft Powerpoint
Translate multi-functional processes and into end user content
Build and maintain strong relationships with regional and HQ partners to communicate and support new and existing business processes
Lead teams in building end-user documentation library and reference lab
Determine Key Performance Indicators to validate and measure success and impact on audience
Defines quality gates to ensure market readiness is in line with deployment milestones
Reviews UAT testing strategy and updates to meet regional differences
Manages testing environment requests to include test accounts and required test data. Provides centralized defect management for on-site UAT and live trials, maintains the defect and issues log, and conducts daily defect reviews

Diagnostic Region Manager Customer Experience Resume Examples & Samples

Mastery level experience managing customer accounts
Ability to influence team member activities
Strong understanding of key stakeholders and customer dynamics
Strong solution selling and relationship building skills
Superior communication skills
Long-term, strategic focus on account
Excellent product and industry knowledge

Manager, Customer Experience Operations Resume Examples & Samples

Manage and maintain the use of the Saba Learning Management System (LMS), including configuration of learning objects, managing users, designing and executing prescriptive rules, activating notifications, etc
Design best-in-class eLearning courses to support Intarcia employee training needs
Lead cross-functional operations projects
Develop best-in-class user experiences by creating seamless workflows for end-users across the Saba LMS, eLearning courses and other digital platforms
Build strategic power point presentations using modern design principles to deliver messages to key leadership stakeholders
Manage vendor relationships
Conduct quality assurance and ensure LMS standards, policies, and procedures are followed and enforced
Develop and generate reports using LMS analytics and other tools
Support LMS users. Troubleshoot and resolve user and admin issues. Work with IT, SMEs, and partner/vendors
Develop, manage and maintain knowledge resources related to the LMS
Serve as liaison between Customer Experience Team and IT as required; escalate issues through the proper channels and work with escalation point person to achieve issue resolution
Actively participate in driving enhancements and shaping the evolution of the LMS
Bachelor's degree with 2 to 4 years of experience in IT and/or training area
Practical experience administering a corporate wide learning management system (Saba preferred)
Ensures that outputs, products, and services are of high quality
Ability to coordinate projects, including creating timelines and meeting deadlines
Advanced Power Point skills
Experience using Articulate, Storyline or other eLearning development software
Excellent verbal, written, proofreading, and editing skills
Knowledge of HTML and CSS
Strong commitment to excellent customer service
Technology driven w/ a strong business acumen
Desire to solve complex business problems
Highly self-motivated to drive improvement
Excited by the undefined

Regional Manager Customer Experience Resume Examples & Samples

5 years’ experience with track record in Customer interface (Sales or Service) roles
Ability to identify and drive resolution of issues
Portfolio management skills
Proven success at winning contracts

Manager, Customer Experience Resume Examples & Samples

Key responsibility will be acting as true business partner to marketing and others teams members, driving Digital/CRM excellence and thought-leadership consistently
Ability to integrate Customer Experience target strategies, tactics, and capabilities across different DTC or B2B targets such as Physicians, Sales Rep, and Managed Care
Become essential business partner to brand teams working effectively to manage project timelines, and the development and completion of execution plans & instructions from start to finish for CRM/Digital programs, working closely with Brand teams, agencies, marketing database/Digital partners, and internal/external cross-functional teams
Provide Brand leadership for CRM/Digital “on the edge” pilots and tests for new and emerging approaches in the Digital space
Development of detailed Digital/campaign business requirements for lead generation, acquisition, and retention programs across all CRM/Digital channels
Lead external agency CRM/Digital account teams to collaborate and coordinate to meet in-market dates
Collaborate with Brand team to recommend and build feasible campaign and program test & learn plans to monitor performance at both tactical level and overall customer experience level
Inquisitive with strong analytical skills, including the ability to infer and apply learnings
Excellent verbal and written communication skills. Attention to detail and follow-through on execution
Ability to work effectively with cross-functional teams and influence to ensure deliverables meet deadlines
Vendor management, Ability to delegate responsibility to partners, provide work direction and ensure quality standards
Bachelor’s degree in Business or Marketing with four to six (4-6) years of CRM/Digital experience
Experience with start to finish planning/executing multi-channel direct marketing/CRM programs and strong follow-through responsibilities demonstrated
Must have demonstrable experience in executing many different types of digital marketing: including websites, emerging media tactics, mobile (apps/sites/media), SEO, social media programs and more
Must have thorough understanding of measuring impact of digital / CRM including social analytics, SEO measurement/management, digital/mobile metrics. This must include experience in implementing measurement plans
Strong experience with enterprise CRM/Database/ESP platforms in an operational/executional capacity required
Must have experience with Digital 1:1 approaches/data capture techniques and with providing direction to database/operations teams
Must have experience identifying and outlining key campaign metrics and building campaign proformas/measurement plans/marketing analytics

Manager Customer Experience & Salesforce Effectiveness Resume Examples & Samples

A proven passion in furthering efforts in the advancement of and understanding the unique needs of women
A passion for delivering a consistent and exceptional customer experience to target customers by creating communications and training programs that improve the experience via sales teams
Well-developed prioritization, time management and multi-tasking skills
High degree of integrity in dealing with sensitive information
Ability to resolve a magnitude of diverse, complex and ambiguous issues
Ability to maintain sound knowledge of target customer segment trends and best practices
6 to 10 years of leading major enterprise wide initiatives with a proven track record in change management and/or program management; leading enterprise wide programs is a strong asset
Experience in adult education and strategic planning of training programs, working with multiple business stakeholders
Experience with BMO’s Commercial, Small Business Banking or Wealth Management offerings a strong asset
Existing relationships within BMO Financial Group considered a strong asset
Possess excellent interpersonal, written and customer service skills
Fast learner able to adapt to new challenges
High level of professionalism, with an ability to work effectively without supervision
Strong problem solving abilities, extraordinary attention to detail and organizational skills
Excellent program management skills with a proven ability to manage critical, time sensitive, complex issues
Strong personal leadership and interpersonal skills
Demonstrated strong critical thinking and ability to clarify/simplify complex concepts
Highly curious and creative
Exceptional communicator with superior verbal/written/presentation skills
Confident in acting independently and decisively within the scope of authority
Able to focus on both short and long term goals, at both strategic and tactical levels
Comfort with ambiguity; able to independently integrate thinking and assimilate information

Manager Customer Experience Process Improvement Resume Examples & Samples

Primary responsibility for ensuring the smooth operation of the end-to-end elevations business process including oversight of disposition, assignment, reporting/analytics, root cause assessment and employee communications
Contributes to the development and refinement of the business process and supporting tools
Provides user feedback to tool owners and helps influence future systems enhancements
Analyzes data across divisions, regions, and channels to identify trends and draw insights
Supports efforts to maintain accurate master data on elevations process
Conducts regular audits to ensure data integrity
Consolidates data reports and delivers to help drive data-based strategic decision-making
Leverages knowledge of issues, stakeholders, and in-process initiatives to effectively manage triaging process
Drives process of identifying and allocating ownership of issues to relevant teams, involves
Creating a system of communication (e.g., regular meetings, forums, emails) to manage dialogue with several teams across the organization and allocate issues
Understanding when and how to raise issues to senior leadership for further input
Working with issues owners to track high-level progress on allocated issues
Creates reporting schedule and builds dashboard to effectively report out on key aspects of process
Leverages supporting tech tools to help maintain track of progress on issues and reporting
Limited travel
Defines a training plan to ensure business continuity
Excellent written, verbal, and presentation skills required
Excellent analytical and quantitative skills
Demonstrated success driving process improvement initiatives

Manager, Customer Experience Technology Resume Examples & Samples

Provides technical consultancy in digital technology domains (digital application, digital marketing, SEO/SEM, web usability, web analytics, humanoid robotics)
Gathers and analyzes digital technology project requirements & provide solution that uplift customer experience and business performance
Provides thought leadership and advisory in technology domains and platforms
Work with vendors, system integrators and digital agencies to deliver digital projects that meet stakeholders requirements, expected outcomes and timeline
Ensures that portfolio project and agile methodology are applied
Understands SingTel business processes and back-end IT systems & infrastructure, including their limitations
Plan and deliver the 3-year roadmap for Starfish Online and Mobile App product development, adoption and usage
Lead POCs using humanoid robots to deliver better customer experience starting with deploying one for icube to take on the role of receiving participants, register them for the events, brief them on the facilities and entertain them. A role that can delight the participant and release staff to focus on higher-value work like facilitating the events
Lead Customer Experience Measurements & Enablement Digital Dashboard projects
Advisory role for performance measurement of Customer Experience and best practices for corporate portals like singtel.com and espresso

Manager, Customer Experience Resume Examples & Samples

Lead a team of customer solutions representatives, providing coaching and guidance to ensure the team stays engaged and achieves performance objectives
Motivate and empower team members to provide a consistently high quality customer service experience for each interaction
Cultivate a culture of quality, continuous improvement, and accountability for results
Design and implement customer service training and development programs to drive continuous improvement, talent development, and employee engagement
Ensure that orders and returns flow into and through the system properly, including EDI and online orders
Establish, promote, and ensure achievement of performance metric standards
Recruit, select, train and manage employee performance
Design, implement, and analyze customer service surveys to measure customer perceptions, customer satisfaction, and awareness levels for products and services
Build and maintain strong, collaborative relationships with internal and external customers
Represent the department in key company presentations and events
Monitor phone queue with a heavy focus on log-in compliance and average hold time reduction
Analyze call trends to identify and address repeat challenges and root causes
Plan, organize, and conduct regular store visits to support “think like a retailer” philosophy
Collaborate with National Accounts to ensure strong partnership
Resolve customer dissatisfactions, following up personally to resolve difficult situations
Organize team and work responsibilities to meet performance objectives and ensure optimal customer experience and employee engagement
Drive continuous improvement in key performance metrics such as average hold time, call quality, customer satisfaction, and order processing

Manager, Customer Experience Resume Examples & Samples

Project Management Support and Consultation
Influence without formal authority to ensure engagement of multiple stakeholders in a matrixed environment in support of change adoption and project execution
Provide additional support as deemed necessary to the leadership team for successful completion of projects
Develop best practices to optimize the organization’s cross functional customer touch points and make recommendations throughout the process to the leadership team
Contribute to a culture of trust and engagement by participating in cultural programs, initiatives and events
Intermediate knowledge of statistical analysis and report writing
Intermediate knowledge of MS Office including PowerPoint, Excel, & Outlook
Intermediate knowledge of statistical software such as SAS or SPSS

Manager, Customer Experience Resume Examples & Samples

Take customer calls, resolve issues timely, provide documents, and log and resolve customer cases
Track key metrics to identify and implement improvements that enhance the customer experience
Execute customer communication plans; for example, alerts, confirmations, status, etc
Completes daily analysis of customer issues
Participate in customer-facing projects such as customer recognition programs, customer orientation and training programs, new customer on-boarding, and "A" customer offers
Does weekly assessment and reporting on trends, time of day activity, and days of week
Participate in the development, implementation, and regular assessment of customer service policies for dealing with feedback, problems, and complaints
Assist customers with order placement
Recognize and analyze trends and suggest best practices to enhance customer experience
Has ability to quote customer prices and compile daily pricing reports for distribution to customers
Assist customers with questions regarding invoices, deliveries, pricing, etc
Provide weekly and monthly reporting as identified
Provide training and instruction on CRM systems and methods
Troubleshoot and help resolve CRM technical issues
Provide thoughtful analysis and marketing insights across online and offline marketing initiatives to optimize customer acquisition, retention and reactivation
Provide overall direction and strategic planning for the Customer assistance/support employees. Is the subject matter expert on all customer facing systems, processes and data related to CarterEnergy, Western, Lakeside, Legacy Wholesale and Texor. Crosses Dealer, Wholesale, Commercial Industrial, and Transportation lines of site
Conduct assessment, design, measurement, and accountability of the company’s customer experience. Leverage service solutions and share best practices with other departments. Develops and facilitates professional training and development, learning initiatives, and training recommendations for retailer margin growth

Manager Customer Experience Resume Examples & Samples

Assist in delivering projects which lead to the creation of an industry leading customer experience which is notably different, far exceeds expectations and is at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of the Absa product set
Define and conduct (or partner with others to conduct) appropriate research activities, and evaluate finding
Work with insight teams to develop a comprehensive understanding of the market, including customer needs, buying behaviours and competitor strategies, and identification of opportunities to leverage this information through great customer experiences through benchmarking, heuristic reviews and surveys
Plan, design and execute user testing, including stakeholder interviews, focus groups, contextual enquiry and usability testing – in partnership with external vendors if necessary
Understand and help mitigate potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks
Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Manager Customer Experience Resume Examples & Samples

Lead Customer Experience Program effort, delivering frontline management model that enhances and supports the efforts of site and LOB leaders
Imbed analysts as key business partners with LOB owners, looking to ensure that the needs and KPIs of each LOB are considered and addressed within the program
Partner with Root Cause Analysis and QA program leaders to assess, size, and prioritize analytical efforts needed to support the ongoing success and ensure connectedness between observations made and actions taken
Build deployment and maintenance model that leverages resources within Frontline Readiness and within the sites, including the use of loaned or matrixed resources and potentially assistance from vendors
Lead regular updates with site, LOB, and senior leadership to guarantee that program is understood and is meeting business needs
Perform regular calibration audits to capture best practices and ensure consistency across the organization
A minimum of 8 years in call centers with strong bias toward experience that includes frontline leadership and support organization responsibilities
Demonstrated success leading team of performance analysts, including: selection, training, employee development
Strong written and verbal communication skills, with the ability to run large cross-functional meetings and present in front of executive leaders
Outstanding organization and time management skills and the proven ability to work successfully and independently in a dynamic environment
Proven ability to support business leaders in a matrixed organization, delivering as a member of their team while supporting direction and strategy of own team
Action-oriented implementer with a detailed focus on meeting deadlines and communicating results
Strong problem solving and analytical skills, including qualitative and quantitative skills
Bachelor’s Degree, Master’s Preferred
Regular travel (minimum of 50%) required

Manager Customer Experience Resume Examples & Samples

Manage a team and drive assigned quality programs that evaluate inbound and outbound sales, service and retention calls handled by representatives and collect detailed data to conduct program specific analysis, which will measure the effectiveness of representative performance and impact to the customer experience
Lead large cross-functional meetings, with the expectation of tracking action items and following-up on progress
Support call calibration efforts facilitated with multiple owned call centers and vendor partners by documenting areas of variance, tracking action items, and maintaining quality assurance guidelines and scoring processes
Direct issue escalation processes to ensure that issues identified by QA process are clarified, prioritized, and being investigated by appropriate resources
Collect and analyze data to recommend and initiate improvements in areas of sales conversion performance, customer service, and efficiency, helping reduce repeat call volume and costs while increasing revenue
Coordinate with Root Cause Analysis team to initiate/sponsor deep dive efforts to understand and size process/systems/practice opportunities
Strategically partner with LOB owners, call center leaders, and vendors to increase QA sample sizes, decrease performance variability, and improve the use of QA data as a strategic leadership tool for floor leaders
Keep up to date on industry QA best practices, systems and capabilities
A minimum of 10 years large-scale call center operations experience, focusing on frontline quality assurance program development and execution
Demonstrated success in planning and driving quality assurance initiatives in a subscription business within a call center environment
Experience working with external quality assurance vendors
Strong written and verbal communication skills, with the ability to run large cross-functional meetings, with the expectation of tracking action items and following-up on progress
Proven ability to lead a team and support internal clients virtually and to effectively operate with diverse cross-functional groups
Passionate and innovative with a proven track record of success; an action-oriented, strategic and creative thinker with a detailed focus on implementation and on-going execution of quality programs in the field
Bachelor’s Degree in a related field or equivalent work experience

Associate Manager, Customer Experience Resume Examples & Samples

Minimum of 3-4 years of experience in customer service and/or product support roles
Demonstrated customer focused mindset with ability to advocate for the customer while not being afraid to represent their point of view
Highly analytical with the ability to use data to spot trends, while using structured approaches for root cause analysis and opportunity development
Experience working in a cross-functional setting and ability to collaborate across teams
Ability to prioritize and manage multiple tasks and projects to ensure all assigned tasks are completed in a timely manner
Excellent oral, written communication skills, interpersonal skills and excellent customer service skills
A desire to improve The New York Times customer experience with our mobile products

Floor Manager Customer Experience Resume Examples & Samples

2-3 years of retail management experience
Demonstrated ability to deliver results through motivation, inspiration and accountability
Shows internal drive to succeed

Team Manager, Customer Experience Resume Examples & Samples

Responsible for leading the coaching and development of employees to ensure maximum performance and customer satisfaction
In partnership with HRBP, participate in all HR related activities including recruitment & selection, performance management, corrective action and terminations
Provide employees with statistical reports to review opportunities for improvement and performance feedback
Provide employees with comprehensive written qualitative feedback to include attendance, KPI’s and analysis of productivity levels against goals
Supervise floor activities as appropriate by acting as a visible leader and providing support to managing queues and agent activity
Support the management of daily transaction time, answer rates and response time goals
Support the coordination of training programs as needed
Work closely with all employees and other Team Managers to ensure open communication and consistency of work flow
Handle client escalations and work closely with internal stakeholders to resolve concerns
Provide follow up and support to branch offices as required to resolve customer issues
1-3 years of previous management experience
2-5 years of call centre operations experience (client service, technical support, retention or billing/collections)
Bilingual French & English required in Montreal, Preferred in other locations
Previous experience in a service oriented industry considered an asset
Experience in managing and developing staff while fostering a positive work environment
Superlative verbal and written communication skills required
Demonstrates effective decision making skills
Previous coaching and training experience required
Demonstrates sound judgment, integrity and flexibility while managing change
Exceptional organizational, time management and delegation skills required
Ability to work in a fast paced environment while managing multiple priorities
Ability to analyze workflow, make recommendations and implement best practices
High level of computer proficiency and experience with MS Office Suite and experience using custom databases

Manager Customer Experience Reservations Resume Examples & Samples

Interfaces with all other Customer Care/Marketing/Operational departments as necessary to discuss issues and create resolution for impediments to providing world class customer service
Leads team of subordinate managers to ensure smooth operation and bring focus to successfully implementing the new brand image and product lines for customers
Constantly evaluates current practices and procedures to ensure departments are responsive to changes in the industry
Partners with Training, Marketing, and Operations to roll out new products, systems, automation enhancements, sales techniques, brands, destinations, etc
Monitors and analyzes costs and results relative to budget targets
Assigns and oversees projects to improve performance or procedures on the Reservations products
Prepares reports and presentations on department activities in support of Customer Care Organization objectives
Evaluates monthly performance reports to ensure goals are met
Manages staff assignments; monitors and evaluates performance and required corrective/development action to remedy deficiencies as necessary
Successfully works with other call center managers and sales and marketing teams to incorporate and maximize best practices and operations efficiencies
Implements and reviews policies and operating structure to ensure consistency with company goals and initiatives
Proactively leads team to ensure job satisfaction and engagement of all personnel
Provides outstanding customer service to internal and external customers
College degree or equivalent experience required
Strong managerial, organizational and polished presentation skills
Previous supervisory experience and knowledge of AA budgeting, policies, and procedures preferred
Strong interpersonal, communication and Microsoft Software/PC skills
Ability to concurrently handle multiple responsibilities
Must pass a background reference check and criminal fingerprint check
The operation is 24/7/365. The shift awarded could require working nights, weekends, and/or holidays as well as extended hours outside of the scheduled shift
Must be willing to travel on company business if and when necessary

Manager, Customer Experience Resume Examples & Samples

Build, develop and manage the product roadmap for initiatives/features enhancing customer experience - define product vision and strategies supported by internal and external analysis
Actively build relationships with technical program managers, product managers, and engineers to deliver on your product roadmap
Collaborate with internal Amazon businesses around the globe to define new requirements and deliver on your product roadmap
Proactively identify and resolve issues that may impair the team’s ability to meet strategic, product, and technical goals
Make prioritization and trade-off decisions balancing seller experience, developer experience, and business value
Investigate issues from different sources, do root cause analysis, identify systemic gaps and ensure these gaps are addressed
Operate autonomously; drive programs end to end including business goals, technical solution, legal, and all customer and seller-facing aspects
Create the developer tools and documentation for internal Amazon businesses
2+ years of experience owning and driving end-to-end complex product requirements across multiple technology teams. Able to prioritize complex deliverables, have highly technical discussions, and run large meetings with technical and business leaders
Ability to earn trust of engineers as well as product teams and stakeholders
Ability to investigative problem at hand, dive deep to the root cause of a problem, find systematic gaps, support it with analytical data and finally address the issue
Good project management skills of breaking down tasks, simplifying product roadmaps, establishing owners and timelines, and status reporting
Ability to work across multiple teams to create scalable solutions to monitor business performance and interpret key performance metrics into actionable recommendations
Good written and verbal communication skills are a requirement
Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and evaluate outcomes
Excels at delivering results in a fast-paced, ambiguous environment
Bias for action; able to manage multiple projects and priorities
Innovative; loves to challenge status quo and reinvent on behalf of our sellers and customers
3+ years in product management, technical product management, or program management
Proficiency in SQL and other statistical analysis tools
BA in Economics, Finance, Computer Science, or equivalent experience
Strong technical background - either software engineering or technical program management experience strongly preferred (e.g., experience as a lead programmer, technical program manager, or similar)

Manager, Customer Experience Resume Examples & Samples

Manage the day to day Customer Experience Activities for the organization
Evaluate and analyze metrics to drive training and process improvements to benefit our internal and external customers
Provide training to our internal and external customers on Spotlight policies and procedures
Evaluate and analyze metrics and trends to make business decisions to drive a better customer experience
Analyzes actual results against expected performance and communicates
Reviews and analyzes forecasts and recommends changes when

Domain Manager, Customer Experience Resume Examples & Samples

Creating and leading the establishment of a new Customer Experience multi lingual team to deliver experience through modern technologies and achieve KPI and channel targets for Portal (Tier 0), The “ Virtual Agent” Tier (0.5) and Query Management (Tier1)
Analysing leading practice, market trends and benchmarking to bring innovative thinking to the HR Services customer experience
Analysing relevant metrics to provide insight in to current and future customer experience; adapting and improving the service in an agile and responsive way, aligned to the global framework of the Experience GPO team
Proactively capturing and driving requirements for enhancements to the experience technologies and tools
Experience of working in a multi-national and multi-lingual environment

Regional Manager, Customer Experience Resume Examples & Samples

Consistently analyze business and partner with director to formulate creative selling strategies that maximize opportunities for growth
Proactively drive full-price sell-through at point-of-sale by maintaining consistent communication with store management teams regarding sales, goals/plans, competitor performance, seasonal clinics, and in-store events
Motivate and maintain a strong visual presentation in all doors, through implementation of corporate visual directives
Responsible for working consistently with each door to strengthen and develop their knowledge of Tory Burch across categories of the business; initiate seasonal strategies and promotional efforts
Secure prime real estate for the Tory Burch brand
Facilitate brand training sessions across key doors, with approved corporate materials
Consistent communication with corporate wholesale team - best/worst sellers, regional context, competitive feedback
Quarterly conference calls by category with Tory Burch corporate team to maintain open communication regarding door performance, sales growth performance, sell thrus and key strategies by season
Key partner to corporate visual team
3-5 years of experience in retail, field sales, or wholesales environment
Previous experience with merchandising/visual merchandising
Analytical skill set
Organized, self-starter
Ability to work flexible schedule as needed

Manager Customer Experience Resume Examples & Samples

Perform management responsibilities including, but not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity
Plan, organize, staff, direct, and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority
Create customer experience roadmaps, informed by the needs of the customers, to support the Enterprise vision of delivering a differentiated health care experience. Roadmaps will include short & long term plans to deliver on customer centricity strategies
Gain strategic alignment across matrixed partners on developed strategies, recommended pilot concepts, business cases & funding requirements. Incumbent will be responsible for efforts that extend across multiple brands under the parent company & require knowledge for multiple lines of business (i.e.. Medicare, self-funded, ACA, oncology, diabetes, etc)
Provide the team oversight when developing & implementing simultaneous pilots geared toward driving Enterprise value & customer centricity. Pilots will be used to simulate performance prior to full scale launch or sunset efforts. Manage pilots end to end, including project plans, key metric development and analysis
Partner with cross-functional groups to ensure customer experience requirements are infused during planning & implementation. Monitor efforts to understand impacts on the target population to create go/no go recommendations for executive steering committee approval
7 - 10 years of marketing, customer experience and/or process improvement work
1 - 3 years of management or leadership experience
Experience working in a matrix environment or working collaboratively with multiple cross-functional business units

Manager Customer Experience Analytics Resume Examples & Samples

Deliver reporting and strategic insights through advanced analytics and manual data extractions to drive a significant change in customer experience
Lead deep-dive analysis and investigations to better understand an end to end customer experience including touchpoints, cross-channel behaviors, drivers, preferences and segmentation
Generate reporting dashboards / scorecards from concept to execution; very hands-on approach needed to create the processes and data visualization strategies
Conduct detailed root-cause analyses, data-mining, integrate multiple data sets, generate insights and provide innovative business solutions specifically around VOC and Digital/Mobile
Perform statistical analysis and data mining methods including cluster analysis, text analytics, classification, regression, sentiment analysis and time series analysis
Conduct exploratory data analyses to generate hypotheses and identify patterns
Built predictive models to help design future customer strategies
Drive resolution and prioritization of Ad-hoc requests across cross-functional partners

Manager, Customer Experience Analytics Resume Examples & Samples

Lead a team of analysts (I and II), finding and growing early career talent
Analyze and drive improvements in the overall experience with our applications to better instrument for availability and performance (uptime, success rate, and customer experience)
Lead process improvements, identify automation opportunities and drive its execution
Partner with application and product teams for performance and feature improvements based on findings
Work with Customer Support teams to ensure customers are getting the timely response
You gather and assess requirements from partners and take the ownership of the projects acting as the bridge between the team and the partners
You also lead shift supervisory duties as part of an operations team
You provide regular feedbacks and coaching to the analyst providing a conducive environment for the team to excel
You continuously improve operational processes and capabilities by driving automation for resource optimization
Be a recognized leader and voice for Operations/Analytics by constant engagement with other teams and leaders across different orgs like Retail, Product, Marketing and Engineering
Use various tools like Splunk/Kibana, Catchpoint/Keynote, Tealeaf, Omniture, Tableau, etc. along with some in-house solutions to perform deep dive analysis
Work with various Development, Application Engineering and Operations teams to monitor and analyze user experience patterns and understand their business and technology requirements
Understanding and following processes and knowledge Documents with integrity
Develop and implement ‘Test & Learn’ approach and ensure documentation of processes
Mentor and coach peers and direct reports
7+ years in operational or analytical roles
3+ years in lead or management roles
Bachelors/Master degree in Computer Science, Mathematics, Statistics, Engineering or related discipline
Experience with B2B, Technology Consulting or Technology firms preferred. eCommerce experience desired especially in Travel industry
Ability to demonstrate strong commitment and willingness to learn
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to quickly adapt and correlate with various Analytics & Reporting tools
Great Teammate - works well with other team members and values their efforts and contributions
Excellent written and verbal communication skill
Technical background or ability to pick up technology concepts quickly
Demonstrated data/analytics/statistical modeling capability

Manager, Customer Experience Resume Examples & Samples

The ideal candidate will have 6+ years consulting experience, having led and managed client engagements across several industries
Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices
This is not a remote position. Able to travel as needed to meet clients or lead projects on site, and also work face-to-face with colleagues at our office to promote our culture and mentor junior colleagues
Excellent organizational, verbal, presentation/facilitation and written communication skills
Ability to work well independently and with teams including project stakeholders and project team members
Proactive desire to continue to broaden and deepen business and consulting skills

Manager, Customer Experience Resume Examples & Samples

Adopt best-in-class customer service technology, such as online chat and SMS messaging to proactively engage with customers
Collaborate, and partner cross-functionally with the Digital Center of Excellence in implementing identified CRM opportunities
Develop industry best practices for customer service across eCommerce, social and through our professional makeup artist program
Work in partnership with artistry and education to design, formalize and implement the professional makeup artist program that will be executed digitally
Measure, track and articulate trends, issues and sentiment about our brand from our customers
Function as main contact and lead for managing all onsite ratings and reviews, questions and answers as well as social media escalations
Bachelor’s Degree in related field
5-10 years of experience in retail customer service
Experience managing multiple centers and opening new locations, a plus
Experience onboarding and training seasonal holiday staff
Experience with a broad range of information systems (ERP, CRM, reporting tools, other)
Experience managing chat, text, video chat, and social media
Desire to cultivate customer service/support into a profit center (more customer insights as well as sales)
Excellent analytical skills and project management skills are a must
Excellent communicator, able to build strong cross-functional relationships, internally and externally
Detail and results oriented with excellent problem-solving skills and a strong work ethic
A highly motivated self-starter with a deep understanding of customers' needs, the product, and the competitive landscape
Proven success in process improvement initiatives
Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business
Constant drive to stay up-to-date with the latest industry news and developments
Capability to adhere to team processes and standards, while leading process improvement efforts
Ability to multi-task, work quickly and efficiently without sacrificing a consistently high level of attention to detail
Involvement in evaluating call center software tools, customer experience integration partners in ecommerce, and on boarding new technology
Proficient use of Microsoft Office Suite products and overall general technical aptitude

Manager, Customer Experience Resume Examples & Samples

Drive the current experience beyond a transactional led experience. Develop and execute an artistry driven customer service experience that serves the customer in a branded conversion driven method
Responsible for upgrading the entire post purchase experience including enhancements to outer packaging delivery. Create a unique, branded experience within budgetary guidelines
Create a high touch surprise & delight program for top tier customers and artists
Collaborate with Global Marketing, Education, Sales Operations, and Executive Leadership to drive overall strategy
4-6 years in a customer experience role within ecommerce
Passionate about customer experience and understands the importance to an organization. Clear communicator who can build collaborative and positive relationships
Confident problem solver who creates a solution oriented environment
Proven experience working with customers preferably in a leadership role
Strong analytical skills; Able to tell a story with data and metrics
Works well in ambiguity
Experience working with Internet tools (web based reports, data bases and various multimedia technologies)
Familiarity with CRM a plus

Manager, Customer Experience Resume Examples & Samples

Part of the team to drive customer-centric mindset and behaviors in Manulife Singapore
Customer journey mapping, including working with various business units to map out the customer's journeys are all major and minor touch-points in detail, identifying pain-points of the customers, and designing solutions to address the pain-points
Facilitating customer design thinking in key initiatives in the company
Ad-hoc support in all other customer experience design team work

Manager Customer Experience Iqos Resume Examples & Samples

Develop an extensive RRP Customer Experience, Services and Care Strategy in multiple channels (eCommerce, Call Service Center, logistic service provider, retail) and put the strategy into action to achieve business objectives
Be accountable for the overall Customer Services Centre Operations and Customer Care Infrastructure
Work with agencies and OC support to ensure an exceptional customer experience leveraging on provider expertise and PMI best practices
Oversee, in conjunction with the logistics/SC manager, the management of the Logistic Service provider and in particular focus on customer returns and delivery methods
Be Accountable for the E-commerce platform and understand / improve the online consumer journeys based on consumers feedback, data analytics and insights
Transform customer feedback, data analysis and insights into appropriate service strategy and offer
Minimum of 8 years' experience in customer care in multinational companies and working in strong consumer facing industries
End-to-end understanding of customer experience and understanding of service management & delivery
Exceptional Project Management and Stakeholder Management skills
Analytical mind set and data analysis and insights related skills
Strategic-thinking and problem solving
Considerable agility and ability to adapt to new situations and deal with ambiguity
Valid UK work permit
Exceptional knowledge of UK environment

Manager, Customer Experience Technologies Resume Examples & Samples

Tertiary qualifications within a relevant technology discipline or demonstrated equivalent professional experience
The reason for your interest, and
How your skills and experience suit the role

Manager, Customer Experience Center Resume Examples & Samples

Reports to CEC Project Leader
Interface daily with Project Leader relative to and attend meetings with the manufacturer as required
Responsible for the direct daily oversight of the CENs who work remotely
Successfully completes all training including client-required training covering disease, product, systems, tools, processes, scenario handling, and other key skills required for CENs to perform their job effectively
Successfully completes hands-on clinical procedure training
Conducts/facilitates training, ensuring successful completion by each CEN
Contributes to program and workflow design
Ensures CEN workflows are properly executed
Provides startup and ongoing operational support and management, including recruiting functions
Provides daily process/call handling/operational oversight
Provides technical support to CENs
4-year degree required. Registered Nurse preferred (or equivalent)
2 years of management experience required; experience managing remote teams highly desirable
Demonstrated knowledge and comfort with technology/software required
Experience in diabetes (particularly diabetes education), required Certified Diabetes Educator (CDE) strongly preferred
Experience with CRM and virtual telephone software strongly preferred, but not required
Requires excellent patient interaction and customer service skills
Must be able to work in a self-directed environment, with an ability to work with teams
Must have exceptional communication skills/phone etiquette
Ability to do overnight travel for client training and meetings (5% to 10%)
Collaborative and adaptable to change
Resilient to challenges
Process/workflow experience
Requires diligence and reliability

Manager, Customer Experience Center Resume Examples & Samples

Manages more than one function or area on a regular basis. Additional complexity and breadth contribute to the overall accountability of the job
Leadership of a diverse team, including all aspects of people management, selection, training, resource capacity, job design and performance management that creates a high-performance operating environment
Ensures quality, audit and control standards through the development of effective standards, policies, education and creative training programs
Develops workflow to meet specialized needs to ensure that appropriate service and financial levels are met at all times
Manages internal and external customer expectations through project planning and partnering efforts throughout the corporation
Provides leadership and direction to project teams who have are involved with projects specific to the operational area
Communicates project strategies and status to all impacted parties
Meets challenges head-on by the efficient and timely development, identification, and implementation of new strategies, solutions and opportunities for improved service standards
Coordinates training, staffing and system changes as dictated by project plans

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Manager, Customer Experience Resume Samples

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15 Manager, Customer Experience resume templates

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Manager, Customer Experience Insights Resume Examples & Samples

Manager Customer Experience Resume Examples & Samples

Assistant Manager Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Regional Manager Customer Experience Resume Examples & Samples

Manager, Customer Experience Solutions Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager Customer Experience DCP Resume Examples & Samples

Manager Customer Experience Transformation Resume Examples & Samples

Manager Customer Experience Insights Resume Examples & Samples

District Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience & Insights Resume Examples & Samples

Business Unit Manager Customer Experience & Collaboration Resume Examples & Samples

Business Unit Manager Customer Experience & Collaboration Resume Examples & Samples

Manager, Customer Experience & Operations Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Diagnostic Region Manager Customer Experience Resume Examples & Samples

Manager, Customer Experience Operations Resume Examples & Samples

Regional Manager Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager Customer Experience & Salesforce Effectiveness Resume Examples & Samples

Manager Customer Experience Process Improvement Resume Examples & Samples

Manager, Customer Experience Technology Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager Customer Experience Resume Examples & Samples

Manager Customer Experience Resume Examples & Samples

Manager Customer Experience Resume Examples & Samples

Associate Manager, Customer Experience Resume Examples & Samples

Floor Manager Customer Experience Resume Examples & Samples

Team Manager, Customer Experience Resume Examples & Samples

Manager Customer Experience Reservations Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Domain Manager, Customer Experience Resume Examples & Samples

Regional Manager, Customer Experience Resume Examples & Samples

Manager Customer Experience Resume Examples & Samples

Manager Customer Experience Analytics Resume Examples & Samples

Manager, Customer Experience Analytics Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager, Customer Experience Resume Examples & Samples

Manager Customer Experience Iqos Resume Examples & Samples

Manager, Customer Experience Technologies Resume Examples & Samples

Manager, Customer Experience Center Resume Examples & Samples

Manager, Customer Experience Center Resume Examples & Samples

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